Technical Operations Supervisor - Coral Springs

Department: Field Operations

Employment Type: Full Time

Location: Coral Springs - Tech.

Reporting To: Senior Technical Operations Manager

Description

The Technical Operations Supervisor is responsible for overseeing the completion of all Technical-related network issues, on time and within budget; as well as to effectively coordinating with other functional areas affecting the Customer Service of subscribers, such that standards of performance are achieved. 

Key Responsibilities

70% Field30% administrative

• Manage the installation experience for each homeowner association (HOA) starting with the Tail Gate with Business Partners on Launch properties, development of a customized and documented installation standard for each HOA, training the team and working with QC department on monitoring to ensure installation and customer journey compliance.
• Manage Blue Stream Fiber Technicians and BPs to install and service customers and ensure that technicians and Business Partner have the proper tools and equipment necessary to perform their task consistent with company values and standards.
• Hold weekly team huddles, focus on reviewing weekly KPI data, capture information of known issues, and team suggestions, conduct short training sessions.
• Tier 1 escalations Assist Account Managers and document findings. 
• On site support for customers who have 3 or more TC’s within 90 days to ensure resolution.
• Daily Time Sheet verification and time off approval, focus: on reducing overtime. 
• Responsible for the hiring, development, supervision, training, and support of local BSF Technicians including up-to-date training on new technologies and Blue Stream products and services. 
• Providing technical direction for video, HSD, TiVo IP, and telephone operations to the highest possible quality of service is maintained.
• Perform all assigned duties in compliance to company policies, specifications and those applicable to the requirements of OSHA, FCC, NEC, and local ordinances.
• Responsible for the “Quality Control” inspections of in-house and contract installation and service work. 
• Responsible for after-hour’s customer service issues including stand-by scheduling and staffing. 
• Providing technical support to other departments including account management, marketing, customer service and construction. Providing effective and immediate communications whenever customer service is interrupted. 
• Following and enforcing the Company’s policies and procedures, including the EEO guidelines and safety, always. 
• Performing any miscellaneous department duties as needed. 

Skills, Knowledge & Expertise

• Must have a valid driver's license.
• Ability to direct, evaluate, and motivate subordinates. 
• Excellent customer service skills. Strong team building and motivational skills. Strong organizational, analytical, oral, and written communications skills. 
• Knowledge of appropriate testing equipment (e.g., signal level meters, PON meter, TDR’s, OTDR, Fusion Splicer, cable line toners, ohm meters, CLI detection meters, etc.)
• Advance knowledge of CATV s Must have well developed organizational skills and the ability to handle multiple duties and priorities simultaneously in a fast-paced environment. 
• Ability to maintain a company-wide, professional attitude and appearance always. 
• A thorough understanding of company policies to ensure compliance and consistent application. 
• Up-to-date knowledge of technological developments within the industry. 
• Able to identify and solve problems efficiently and creatively, taking the initiative to develop new solutions when warranted. 
• Customer Focused – External/Internal; Creates the exceptional customer experience; demonstrates a sales and service mentality. 
• Collaborative – Teamwork, Proactive knowledge sharing, Constructive Conflict.  

Job Benefits

• Medical, Dental and Vision
• PTO & Holidays
• 401K + Match
• Life Insurance
• FSA & HSA
• Short Term/Long Term Disability
• Legal Plan Support & EAP